Salesforce Call Journaling

[dmiller]

Regarding call journaling, we do have a 'Agent' variable to get the extension and put it in a log.

I'd like to suggest 'AgentName' or 'AgentFirstName'/'AgentLastName' for logging the call as well.

As agent extensions change (or people join/leave the company) it becomes difficult to see whom they last spoke with.

 

[Evolute IT]

I have to say, I'm not against that.

 

[dmiller]

I've still not found a way to insert the name instead of the extension number into the call log.

Any idea if this is possible, or if it might be in the future?

Thanks

 

[Evolute IT]

On Salesforce, the call log should be assigned automatically to the user (you must fill the Extension field of the user profiles.)

The description(content) will always be just the agent extension.

 

[dmiller]

If by "assigned automatically to the user" meaning that the call journal appears on the proper contact, that is correct. I have the call journal working as I expect. The text (description/content of the log) only includes the extension. I'd like to be able to embed a name there instead.

I'm wondering if this is possible now, or if there are future plans to implement.

 

[edossantos]

If by "assigned automatically to the user" meaning that the call journal appears on the proper contact, that is correct. I have the call journal working as I expect. The text (description/content of the log) only includes the extension. I'd like to be able to embed a name there instead.

I'm wondering if this is possible now, or if there are future plans to implement.

What Frederick is saying is that in Salesforce, the call activity is associated to the contact and the Salesforce user. So you will see the Salesforce user name as well:

 

[dmiller]

Ok thanks. I will play with this a bit more, I guess I didn't see it associated with the user. I'll work through that on our end.